Talent.com
Manager, Customer Experience

Manager, Customer Experience

Laurentian BankMontreal, Quebec, Canada
17 days ago
Job type
  • Full-time
Job description

Seeing beyond numbers

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

As the Director of Customer Experience, you will play a crucial role in delivering world-class customer service to our business clients.

Under the supervision of the Assistant Vice President of Customer Experience, the incumbent will manage the team of coordinators in the SME Commercial sector of the Bank.

Responsibilities :

  • Ensure excellent service delivery to business clients in the business centers by effectively addressing coordinators' questions, issues, or transactional concerns of clients.
  • Escalate client issues as needed for complete, prompt, and effective resolution.
  • Ensure coordinators collaborate with account managers for the follow-up and processing of documentation and compliance of files.
  • Contact clients during "Voice of the Customer" surveys, listen to feedback empathetically, and find solutions to clients' issues.
  • Formulate recommendations and implement action plans to improve the customer experience.
  • Collaborate with other departments or lines of business on technology projects, process improvements, or compliance projects.
  • Ensure adherence to operational and compliance procedures.
  • Maintain a high level of compliance in files ("First time right").
  • Train and onboard new team members as well as provide ongoing training for the team.
  • Coach and mentor team members, developing their talent.
  • Act as a substitute for the manager in their absence or during meetings.
  • Perform any other similar or general tasks requested by the supervisor or required in the context of the position.

Qualifications :

  • University degree in business administration, accounting, or a related field.
  • Minimum of 10 years of customer service experience, with at least 5 years in a commercial client role, ideally in a management position.
  • Excellent customer service skills.
  • Strong knowledge of commercial financing operations and commercial banking products.
  • Ability to manage multiple competing requests and prioritize them while remaining calm under pressure.
  • Excellent problem-solving skills.
  • Energy.
  • Rigor.
  • Autonomy.
  • Team spirit.
  • Leadership and coaching skills.
  • Proficiency in French and English (oral and written).
  • Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages.

    • What Laurentian Bank has to offer you :

    The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

    Here are some of the key points of our offering :

  • The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
  • Total compensation : Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
  • Work model : We prioritize a hybrid work model based on business needs.
  • Stock purchase plan : Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
  • Time off : In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees.
  • Health and wellness : Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
  • Group insurance and pension : We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
  • Financial benefits : As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more.

    • We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority. Join us for a rewarding career at Laurentian Bank.

    Inclusion and Accessibility

    At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

    We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

    PIPEDA

    We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.